Episode 12 – How Signify Set Up a Truly Global Customer Service Model – with Bart-Hendrik Huisman
Bart-Hendrik Huisman, Head of Customer Satisfaction with Signify and I, discuss what it takes to set up a global operation, starting in Kuala Lumpur ending in Puerto Rico.
My client today is an expert in the lighting industry! Just look at the light-bulb you may have in your home, or the Smart Lighting solution you may have – it could be from Signify – formerly Philips Lighting.
In today’s interview, Bart-Hendrik Huisman, Head of Customer Satisfaction with Signify and I, discuss what it takes to set up a global operation, starting in Kuala Lumpur ending in Puerto Rico. 2 Years ago Signify went on a journey which saw the business model change in Signify, but not the value the customer would get when needing support.
Episode 44 – OpEx with Marianne Rutz – Your Daily 15 Minute Fix for Success
Two weeks ago we kicked off the LEAP Team Performance Turnaround Bootcamp with a German Class of Frontline People Managers. Their first training was around what type of manager they are, based on their individual Kolbe A Index and a Leadership Assessment Questionnaire the guys had to fill in.
Episode 43 – OpEx with Marianne Rutz – 7 Reasons Why You Should Treat Your Contact Centre Unit as if it was Your OWN Business!
In today’s episode I’m taking you behind the scenes of Rutz Consulting – and in fact of any operation that I have led in the past! You all know by now, that my contact centre career has taken me to BIG names such as Hertz, PayPal, Sitel, Ralph Lauren, Santander… the list goes on.